Customer Success Manager

Role Overview

We are seeking a Customer Success Manager to own the health and retention of a portfolio of provider accounts. Reporting to the Director of Customer Success, you are the senior point of contact above the front line — the person providers trust with their hardest questions and the one who keeps their program delivering value month over month.

What You Will Do

You will own account health, drive retention, move accounts onto durable long-term agreements, and project manage complex issues to clean resolution. You will partner with the Customer Growth team in a shared pod model to keep your accounts both healthy and expanding, and you will bring clinical value to the foreground — surfacing outcomes, care gaps, and trends that show providers exactly what the program is doing for their patients.

Why It Might Be a Fit

This is a role for someone who takes real ownership of their book, fights for every account, and is energized by keeping it healthy as the company grows. You will engage escalations directly, de-escalate with composure, and turn pressure into a stronger relationship.

Requirements

• Three or more years in Customer Success, client services, or account management in a multi-client environment.
• Proven track record of owning account relationships and reducing churn or improving retention.
• Strong project management and de-escalation skills, with the willingness to own the hardest accounts personally.
• Clinically literate and comfortable speaking to clinical outcomes with providers, doctors, and working with physician offices.
• High AI fluency, meaning active, working use of AI tools in your daily professional workflow.
• Strong analytical ability, able to read a health scoring view, diagnose why an account is at risk, and execute a plan to fix it.

Benefits

• PTO Accrual
• Medical, Dental, Vision, and supplemental insurance options
• 401(k) Plan with 3.5% Company Match
• Company-provided equipment

Tagged as: Project Management